Frequently asked questions (FAQ)
Welcome to stay easy
Are Forenom serviced apartments furnished? What is included in the price?
All Forenom serviced apartments are fully furnished and equipped. Prices always include water, electricity and bed and household linen and towels for all guests named in the contract. Services to help day-to-day life (for example, cleaning services) are also available. More about services here.
Are Forenom apartments insured?
All Forenom apartments are insured. However, the insurance does not cover damage caused to the room/apartment or movable property (e.g. furniture) during your stay. We recommend that you include the separate Forenom Damage Protection in your contract in order to limit your liability in cases where your home insurance does not cover damage to temporary housing. More about Damage Protection service here.
What do the Budget, Smart and Premium levels mean?
Our quality levels Budget, Smart and Premium differ in terms of their terms of service, furnishings and services included in the price. You can check your apartment’s quality level from the confirmation email.
What does it cost to call Forenom customer care?
Call rates - Finland: From a landline 8,28 cents/call + 8,76 cents/minute. From a mobile phone 8,28 cents/call + 23,1 cents/minute. The prices include VAT 24 %.
Call rates - Norway & Denmark: Call service fees are defined by operators.
Call rates – Sweden: Calling this number will not result in any extra charges.
Charges for holding will apply. Rates for calls from overseas are set by the overseas service provider.
How to reach Forenom's Customer Care team?
Recommended contacting channels for different situations can be found from forenom.com/customer-support. If your matter is urgent and you require a response outside office hours, please contact our 24/7 customer care by phone.
In which languages can I receive service by phone?
We provide customer service in each country in at least the local language and in English. Forenom customer service has a wide range of expertise in other languages as well, so do not hesitate to ask whether we can offer service in your language.
How can I reserve an apartment from Forenom?
For easy booking at the best prices, visit the Forenom online store at forenom.com. If you cannot find what you are looking for, please contact our customer care and sales team. Recommended contacting channels for different situations can be found from forenom.com/customer-support.
We recommend booking accommodations of less than one week directly in the online store. If the length of accommodation is less than 7 days, our personal sales service will charge a 12€ reservation fee.
What information does Forenom need to make a reservation?
Making a reservation is easy, we just need to have some of your information details. The reservation can be made either in the name of a private person (aged 18 years or more) or a company. To make the reservation we need a personal identity number/passport number or a company's VAT number. We always check the credit report of the individual or company. In addition, we need up-to-date contact information (home address, email address and phone number) as well as basic information about all tenants. The guest must present proof of identity upon request. When making the reservation you will receive an email from the property containing a secure website link used to verify your ID. You will be required to complete this identity verification process in order to receive access codes for the property.
Why do prices vary for the same apartment or room?
Our prices vary according to the length of your reservation and the termination period you select when making your reservation. A longer agreement with a long termination period earns you a more affordable price than a short agreement.
How long can I wait before I have to decide whether or not to confirm my reservation?
If you book through our online shop, your reservation is confirmed when you pay. If you receive an offer by email, your reservation is in effect for 1 hour.
How do I use discount codes in the Forenom online store?
If you are lucky and have received a discount code, be sure to activate the code before confirming and paying for the reservation. The code cannot be used for a reservation that has already been confirmed. Unless otherwise specified, discount codes are valid only in the Forenom online store.
Can I reserve an apartment or room even if I have an adverse entry on my credit report?
Sure! In such a case, the entire price of the accommodation and security deposit is paid in advance.
How can I pay?
The reservation can be paid for online with online banking or a credit card. You can also pay open invoices via our extranet. Please find the extranet guidelines here. Cash or money transfers are not accepted nor a commitment to pay.
Can I pay for my accommodation by invoice?
If you book online, you must pay for the initial period when you book. You will then pay through recurring billing. If you want to pay only by invoice, please contact our customer care. Recommended contacting channels for different situations can be found from forenom.com/customer-support.
CANCELLATIONS AND CHARGES
How can I cancel the booking or change the booking dates?
By purchasing a cancellation service for your reservation, you can cancel the reservation or adjust the check-in and check-out dates before or during your stay depending on the service you bought. Be sure to read the terms and conditions carefully beforehand.
Please note that cancellation or changes of arrival or departure dates are not possible without this service or after arriving at the accommodation. Cancellation service cannot be purchased after reservation. The service fee won't be refunded if a reservation is cancelled, but the price of your reservation will.
Notice of changes or cancellation must be given in writing by filling out a cancellation form from forenom.com/customer-support. If you have made your reservation through an external site (e.g., Booking.com, Expedia, AirBnB), please contact them directly for any changes to the reservation.
How do I terminate the contract?
Accommodation contracts must always be terminated in writing. You can terminate the contract in writing by filling out a cancellation form from forenom.com/customer-support. However, you can terminate the contract only if this option is included in the terms of contract, in other words if you have an open-ended contract.
GET STARTED EASILY
How and when to check-in?
Your apartment will be available at 4:00 p.m. on the first day of your stay. Welcome!
In Forenom Apartments we use key-codes or physical keys depending on the property. You can find the information on your key type from your confirmation email.
If the Forenom Apartment of your choice is equipped with a normal key lock, you will first need to pick up the key. A key to your Forenom Apartment will be available for pick-up from 4:00 p.m. on the starting date of the contract at your local Forenom office or automated key kiosk in the specified location. You will find the information for your key pick-up in your confirmation email.
How do I use the key kiosk?
The automated key kiosk requires a code, and you can retrieve the keys at any time after 4:00 p.m. You will receive an email and text message containing the code and detailed instructions on the location and use of the key kiosk on the day of check-in between 3:00 and 4:00 p.m.
Can I get the keys delivered to me?
If you would like to avoid the hassle of picking up keys, you can order key delivery from our customer service. Please note that this service comes at an additional cost. To ensure smooth delivery of the keys, please request the service at the time you make the reservation or, at the latest, three days before your reservation begins. Recommended contacting channels for different situations can be found from forenom.com/customer-support.
Keyless entry via key code
Our aparthotels and hostels and most of our apartments have locks that use a key code instead of a traditional key. Easy, right? If the Forenom apartment or room of your choice is equipped with a code lock, no key pick-up is required. The key code for your accommodation will be sent to the mobile phone number and e-mail address provided in your reservation by 4:00 p.m. on the first day of your stay. The key code is active right away when you receive it and is valid until the check-out time. The same key code will work for both the main entrance and your apartment or room. You can arrive and use your key code whenever suits you best – even after midnight! If you have not received your code by 4:30 p.m. on the day of arrival, please contact our customer care by phone.
How does a key code lock work?
Using the code: enter the code followed by # on the keypad on the door, for example 12345#. If you enter the wrong code, press the # key again before re-entering your code. When you have entered your code, you will hear the lock click open. Pull the door open using the handle. It may be necessary to pull forcefully.
What is included in the price of my accommodation?
We offer apartments in three different service levels: budget, smart and premium. The levels differ from each other in terms of the condition and furnishing of the apartment as well as services included. Please check your apartment’s service level from your booking confirmation.
What extra services are available?
Don’t forget that you can make your stay even more convenient by ordering additional services, e.g., more frequent cleaning, from our webshop when making the booking or afterwards from My Forenom Extranet or our customer care. Please also check, e.g., availability of parking, breakfast or accommodation with pets from customer care. Recommended contacting channels for different situations can be found from forenom.com/customer-support. If your matter is urgent and you require a response outside office hours, please contact our 24/7 customer care by phone.
What is included in weekly housekeeping during my stay?
Make your stay a little easier by ordering more frequent cleaning during your stay. We'll change the bedlinen and towels, vacuum and mop the floors, wipe down all surfaces and scrub the bathroom. The service does not include taking out the garbage or doing the dishes.
Is there free Wi-Fi?
Yes, of course! Wi-Fi is included in the price of aparthotels, hostels, smart and premium apartments. The name of the Wi-Fi usually starts with “Forenom...’’ and the password is Forenom100. Information regarding login instructions will be provided together via email and/or SMS at the time of check in, or else provided in the apartment itself. If the Wi-Fi doesn’t connect automatically, please open any browser and go to www.forenom.com. It will open a page with the “Continue” button on it, click it and the network should start working.
You can purchase Internet access as an additional service for Budget apartments from our customer care.
I need an extra bed in my room. Is that possible?
If the size classification of the apartment allows it, we can deliver additional furnishings according to our price list. Ask more from our customer care.
The washing machine or another appliance in my apartment isn't working. What should I do?
Don’t worry, we will help you! Please contact our customer care and report the problem as soon as possible. Recommended contacting channels for different situations can be found from forenom.com/customer-support. If your matter is urgent and you require a response outside office hours, please contact our 24/7 customer care by phone.
How quickly can the Forenom maintenance team help me out?
We have our own maintenance team for our accommodation units. We offer the following response times to your maintenance requests:
- Safety risks in the apartment
- Bed linen deliveries
- Missing beds
- Water disruptions
- Blocked drains
- Internet connection
- Lighting of entire rooms or the entire apartment
- Water damage or risk of water damage
- Lock replacement
- Domestic appliances if they have broken down while in use (e.g., while laundry or dishes were in the machine etc.)
- Sink and shower faucets
- Cleaning (in case of complaints)
Within three days
- Malfunction (e.g., dishwasher, washing machine, television, microwave oven, stove, oven, tumble dryer, room lighting if some lights are still working)
- Missing equipment
Within seven days
- Movable property such as lamps, tables and chairs
- Small appliances such as coffee makers, water kettles, toasters etc.
- Changes of lamps
- Kitchen utilities and cutlery
- Non-urgent damage such as loose floor moldings
How and when to check-out?
Check-out is by 11:00 a.m. on the last day of your stay. The key code will expire at 11:00 a.m. on the check-out date, so please just close the door and be on your way.
The keys must be left inside the apartment by 11:00 a.m. on the check-out date. You will find the information for your key return in your confirmation email or you will receive it before your check out. If you lose your keys, please inform Forenom customer care immediately. Recommended contacting channels for different situations can be found from forenom.com/customer-support.
At the end of my reservation, do I need to clean the apartment myself?
The apartment must be left in a good, tidy condition when you move out, so please take good care of the general tidiness during your stay. By ordering final cleaning from Forenom, you can enjoy your apartment until you leave. You just need to take out the trash and wash the dishes before leaving the apartment. The price of final cleaning varies by apartment.
You can order the final cleaning service at the time you make your reservation, from My Forenom Extranet or by calling Forenom's customer care during your reservation. Recommended contacting channels for different situations can be found from forenom.com/customer-support.
Can I do the final cleaning by myself?
In most locations, you can also do the final cleaning yourself. There are cleaning supplies in the apartment for that purpose. If you wish to handle final cleaning yourself, you should:
- Wash the dishes and put them away
- Take out the trash
- Clean surfaces (table tops, clothes closets, kitchen cupboards, drawers etc.)
- Vacuum the floor and rugs
- Wipe the floors with a damp mop
- Clean the oven, stove and refrigerator
- Clean the sauna, bathroom and WC
If the final cleaning has not been completed according to these instructions, we will retain the cost of cleaning from the security deposit. Please also note that we do not save items left in the apartment by the guest.
When and how will the security deposit be returned?
If you have paid a deposit, the sum will be refunded within two weeks of the end of the accommodation contract to the card used to pay the deposit or the bank account you have reported to us, provided that you have complied with the terms of contract.
Still looking for answers?
Get in touch and we'll help you out
Forenom's terms of service
General terms and conditions for each category (apartments, aparthotels and hostels):
Forenom legal terms are applied to all of the categories:
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